Customer Support Analyst
100% Remote
Full-time
Work hours: Weekdays 8:30am - 5:30pm Pacific or Mountain Time zones strongly preferred
ARIVE is a high-growth software startup that is redefining digital mortgage originations by building the industry’s first Wholesale Originations Marketplace, which connects independent loan originators, industry-leading lenders, borrowers, referral partners, credit providers, and property and settlement service providers into one seamless loan origination platform.
ARIVE is seeking an intelligent, well-spoken, and ambitious Product / Customer Support Analyst to provide top tier frontline support to our customers by investigating, troubleshooting and resolving customer issues across multiple channels (email, social media, web, phone and/or chat). You will be part of our diverse team of problem solvers and play a critical role in ensuring accelerated adoption of ARIVE’s world-class originations platform. Working here means you get to do work that creates a meaningful, sustainable impact surrounded by the very best people.
You will be a primary and initial support resource for ARIVE clients and users of the ARIVE software, assisting users with general use questions, troubleshooting, feature education, feature requests, and similar. This is primarily a remote position and candidates must be located in the US.
Role and Responsibilities
- Act as an initial point of contact for most user inquiries, aiming to address as much as possible, and delegating or escalating tasks which should be addressed by other teams.
- Provide top tier customer support through the available support channels, while appropriately addressing support volume and adjusting for priority of incoming instances. Channels include:
- Instant Support Chat
- Emailed Support Tickets
- Phone Calls
- Social Media Posts (such as Facebook)
- Screen Sharing Meetings (such as through Zoom)
- Act as a subject matter expert in ARIVE's system features, seeking complete knowledge of the system and the business use-cases the system is designed to support. Maintain awareness and expertise as new system updates, marketing materials, and internal documentation are released.
- Assist in maintaining internal and external knowledge base content, both written and video, such as FAQs and feature articles.
- Assist in bug detection, troubleshooting, and escalation via testing and replicating reported behavior and providing competent and detailed written reports to technical team members.
- Gather and relay client feedback, fully capturing and communicating relevant feedback details, such as business needs and impact.
- Serve as an internal support resource as needed for items such as investigation of inquiries raised during demos or webinars.
Things We Look For:
The ideal applicant will be able to quickly learn about the complexities of the mortgage industry on the job and actively apply their newfound knowledge toward solving business and technical problems. This must also be done in a manner which builds and maintains strong positive client relationships even when under pressure.
- Bachelor’s degree strongly preferred, high school diploma or equivalent combination of education and experience required.
- Minimum of 2+ years of prior experience in customer support or similar roles. Experience working in the mortgage industry is required.
- Self-motivation, strong analytical and problem-solving skills, attention to detail, and ability to communicate complex written and verbal information simply.
- Willingness to proactively learn, practice in the software system, and independently research.
- Ability to thrive in an unstructured, fast-paced environment and efficiently manage time while balancing priority and quality versus quantity moment to moment.
- High level of integrity and a strong commitment to building a successful company and nurturing customer relationships.
- Calm demeanor and people skills, with the ability to maintain that demeanor under stress.
- Prior experience in speaking with business owners and executives, as well as relationship management experience, are a plus.
- Technical background in web-based software, javascript, SQL, and related are not required, but may be beneficial.
What We Offer
- Salary range for this full-time position is $45,000-$60,000 (exact compensation may vary based on skills, experience, and location)
- Medical, Dental and Vision Insurance Benefits
- 401(k) Plan (with employer match)
- Generous PTO
- Endless learning in a fast-paced, growth-mode startup
** Please do not contact employees or ARIVE support directly to inquire about this, or other career opportunities **
Note: ARIVE is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or any other characteristic protected by local, state, or federal laws, rules, or regulations.
What We Do
Stuff for brokers is broken. We’ve fixed it. Are you ready to ARIVE?
WHO WE ARE
ARIVE was founded in 2018 in order to support mortgage brokers with up-to-the-minute technology, putting the machine in service of the human instead of the other way around.
WHO WE SERVE
As an independent mortgage broker, you need technology that gives you the tools to succeed, then gets out of your way so you can what you do best — serve your borrowers. That’s why ARIVE was meticulously constructed. We’ve done all the work on the back end to make it easy on the front.
WHAT WE DO
Manage leads. Lock rates. Serve your borrowers. All within a comprehensive mortgage ecosystem like nothing else out there: CRM, POS, LOS, Registration — and a first of its kind Lender Marketplace where brokers can compare products and rates from multiple lenders at a glance.
ARIVE. We get you there. And we’re just getting started.
WEBSITE
ARIVE.com
ARIVE is a wholly owned subsidiary of Wizni, Inc.
